Sr. Customer Success Manager
About The Position
The Sr. Customer Success Manager drives customer outcomes throughout the customer lifecycle, including onboarding, adoption, retention, renewal, and growth. The role partners with Sales, Solutions, Product, Operations, and Support to help customers realize value, adopt solutions effectively, and expand their engagement. It manages strategic customer relationships or complex portfolios with significant long-term growth potential, with responsibility for multi-year success planning, executive alignment, advanced solution positioning, and cross-functional leadership. The position has a remote work location, with occasional office work for business needs and occasional travel. Some after-hours customer support is required. Dallas-based candidates are preferred. Remote employees must establish a primary work state and may need to attend in-person meetings, training, or other business activities at designated company locations with advance notice. Datascan provides configurable software, fit-for-purpose scanning hardware, and real-time data to help retailers make inventory decisions. The company describes itself as a global provider of technology-led inventory counting solutions, serving retailers in more than 42 countries and drawing on over 50 years of experience.
Requirements
- Bachelor’s degree or equivalent work experience in business, accounting, information systems, or a related field.
- 5–7 years of experience in customer engagement, account coordination, sales support, or operations.
- Proficiency in Microsoft Excel, Word, PowerPoint, and Copilot.
- Expertise in disciplined use of CRM.
- Ability to triage issues, document accurately, and identify issue resolution.
- Ability to work effectively across teams.
- Strong communication skills, including experience with C-level executives.
- Detail-oriented and adaptable.
- Ability to proactively identify trends, mitigate risk, and lead complex issue discovery.
- Ability to support less experienced team members.
- Ability to prioritize competing demands and align stakeholders.
- Ability to work with international clients and across time zones.
Nice To Haves
- Experience with a SaaS and/or B2B company.
- Dallas-based.
Responsibilities
- Own executive-level customer relationships and align solutions with customer strategies and business objectives.
- Lead long-range order planning cycles and demand forecasting while balancing customer needs with operational efficiency.
- Drive advanced product adoption tied to measurable customer outcomes and provide structured feedback to influence the product roadmap.
- Lead crisis management and high-impact escalations, ensuring systemic fixes and accountability.
- Own portfolio retention strategy and renewal forecasting, and lead renewal negotiations in partnership with Sales.
- Develop and execute account growth plans and identify multi-year expansion opportunities.
- Own margin performance for the assigned portfolio and negotiate commercial terms with margin discipline.
- Represent the voice of the customer at departmental or executive level and champion customer success stories internally and externally.
- Deliver executive-level reporting and insights and ensure governance, risk, and compliance adherence.
- Lead cross-functional account teams and influence priorities across Product, Operations, Finance, and Sales.
- Perform additional duties as assigned to support business needs.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
